Customer Service Manager
On-sitePrescott, Arizona, United States
Job Summary
Lead and develop the customer service team supporting new sales and repair activities across the organization. Establish and maintain customer service standards, processes, and performance expectations while defining documentation requirements and transactional accuracy protocols. Provide coaching, training, and guidance to Customer Service Representatives to improve responsiveness, communication quality, and operational accuracy. Coordinate account assignments and workload balancing to support customer responsiveness and operational efficiency. Partner with Sales Managers, Business Unit teams, engineering, and operations to resolve customer escalations and drive timely issue resolution. Monitor performance metrics including response times, quote turnaround, and order entry accuracy to identify risks and improvement opportunities. Support implementation of ERP and CRM systems and collaborate cross-functionally to meet business objectives. Travel domestically and internationally up to 20% for customer meetings and trade shows.
Required Qualifications
- US Person as defined by 22 C.F.R. § 120.15 (US Citizen, lawful permanent resident, refugee, or asylee)
- Ability to verify identity and eligibility to work in the United States and complete the required employment eligibility verification form upon hire
- Bachelor's degree or higher from an accredited university or college
- 5+ years of customer service, account management, sales operations, or business operations experience in the aerospace and defense industry
- Prior leadership or supervisory experience
- Experience working within manufacturing, repair, or engineering-driven environments
- Proficient command of English operational and business language, written and verbal
- Proficient with Microsoft Office, ERP systems, and CRM software
- Ability to travel domestically and internationally up to 20% as required for customer meetings, trade shows, and business support activities
Desired Qualifications
- Experience in aerospace manufacturing, repair operations, or technical product environments preferred
- Bachelor's degree or higher from an accredited university or college preferred
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